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    METHOD AND SYSTEM FOR INTEGRATING AN INTERACTION MANAGEMENT SYSTEM WITH A BUSINESS RULES MANAGEMENT SYSTEM
    2.
    发明申请
    METHOD AND SYSTEM FOR INTEGRATING AN INTERACTION MANAGEMENT SYSTEM WITH A BUSINESS RULES MANAGEMENT SYSTEM 审中-公开
    将业务管理系统与业务规则管理系统集成的方法和系统

    公开(公告)号：WO2010080323A3

    公开(公告)日：2010-10-14

    申请号：PCT/US2009067441

    申请日：2009-12-10

    Applicant: GENESYS TELECOMM LAB INC ,  ANISIMOV NIKOLAY ,  SCOTT MARK ,  PETROVYKH YEVGENIY

    Inventor： ANISIMOV NIKOLAY ,  SCOTT MARK ,  PETROVYKH YEVGENIY

    IPC: H04M11/00

    CPC classification number: H04M3/5191 ,  G06Q10/067 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M2201/16

    Abstract: In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.

    Abstract translation: 在联络中心中，用于处理通信事件的系统具有用于管理等待被路由的事件的交互服务器，用于路由事件的路由服务器，规则引擎和执行规则调用逻辑并与规则引擎交互的网关服务器。 交互服务器跟踪传入事件，启动并向路由服务器发送路由请求，包括特定的路由对象，对于需要符合业务规则的每个事件，路由服务器执行路由对象，向网关发送执行请求 服务器，其在接收到请求时准备业务对象模型（BOM），其是规则引擎执行适合于事实的规则的一组事实，导致路由服务器路由事件的路由方向。

    RANKING WEB VISITORS AND SOLICITING HIGHER RANKED VISITORS TO ENGAGE IN LIVE ASSISTANCE
    3.
    发明申请
    RANKING WEB VISITORS AND SOLICITING HIGHER RANKED VISITORS TO ENGAGE IN LIVE ASSISTANCE 审中-公开
    排名网站访问者和解决高排名的访客参与实际帮助

    公开(公告)号：WO2010080322A3

    公开(公告)日：2010-09-16

    申请号：PCT/US2009067436

    申请日：2009-12-10

    Applicant: GENESYS TELECOMM LAB INC ,  ANISIMOV NIKOLAY ,  SCOTT MARK ,  PETROVYKH YEVGENIY ,  CHANG YI

    Inventor： ANISIMOV NIKOLAY ,  SCOTT MARK ,  PETROVYKH YEVGENIY ,  CHANG YI

    IPC: G06Q30/00

    CPC classification number: G06Q30/02 ,  G06F17/30899

    Abstract: A ranking system ranks visitors to a Web site using one or more instances of machine-readable code executable from a digital medium accessible to a Web server. The code tracks visitor behavior while browsing the web site, and a visitor ranking module resident on the digital medium accepts information documented by the one or more instances of machine readable code and assigns rank values to one or more of the visitors. The ranking module ranks visitors at the Web-site based on logic and rules for interpreting visitor behavior and for applies a value to the visitor in real time based on that interpretation, and values applied at or above a preprogrammed level trigger solicitation of the visitor so ranked to engage in interaction including live assistance.

    Abstract translation: 排名系统使用一个或多个可从Web服务器可访问的数字媒体中执行的机器可读代码实例，将访问者排列到网站。 该代码在浏览网站时跟踪访问者行为，并且驻留在数字媒体上的访问者排名模块接受由机器可读代码的一个或多个实例记录的信息，并将等级值分配给一个或多个访问者。 排名模块根据用于解释访问者行为的逻辑和规则对访问者进行排名，并根据该解释对访问者实时应用值，以及应用于预编程级别或以上的值触发访问者的请求 排名参与互动，包括现场援助。

    METHOD AND SYSTEM FOR INTEGRATING AN INTERACTION MANAGEMENT SYSTEM WITH A BUSINESS RULES MANAGEMENT SYSTEM
    6.
    发明公开
    METHOD AND SYSTEM FOR INTEGRATING AN INTERACTION MANAGEMENT SYSTEM WITH A BUSINESS RULES MANAGEMENT SYSTEM 审中-公开
    方法和系统用于整合交互管理系统与业务规则管理系统

    公开(公告)号：EP2380340A4

    公开(公告)日：2016-08-03

    申请号：EP09801338

    申请日：2009-12-10

    Applicant: GENESYS TELECOMM LAB INC

    Inventor： ANISIMOV NIKOLAY ,  SCOTT MARK ,  PETROVYKH YEVGENIY

    IPC: H04M11/00 ,  G06Q10/06 ,  H04M3/51

    CPC classification number: H04M3/5191 ,  G06Q10/067 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M2201/16

    Abstract: In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.

    Abstract translation: 在联络中心，用于处理通信事件的系统具有用于管理等待路由事件交互服务器，用于路由的事件，规则引擎，以及执行规则调用逻辑和与所述规则引擎交互的网关服务器路由服务器。 交互服务器跟踪传入的事件，创始并发送路由请求路由服务器，包括一个特殊的路由对象，为每个事件确实需要符合商业规则，路由服务器，执行路由对象，发送到执行请求的网关 服务器，该服务器收到请求的准备业务对象模型（BOM），是事实的集合作为规则引擎执行规则适宜的事实，在路由服务器路由事件路由方向而来。

    9.
    发明专利
    未知

    公开(公告)号：DE60323282D1

    公开(公告)日：2008-10-16

    申请号：DE60323282

    申请日：2003-02-07

    Applicant: GENESYS TELECOMM LAB INC

    Inventor： PETROVYKH YEVGENIY

    IPC: H04L12/58 ,  G06Q10/10 ,  H04L12/56 ,  H04M3/42 ,  H04M3/51 ,  H04M3/53 ,  H04M7/00 ,  H04N7/14 ,  H04N7/15

    Abstract: A pre-routing software system for treating incoming network events according to event importance prior to agent-level routing in a communication center network is disclosed. The system includes at least one network interface for receiving incoming events, a parsing engine for parsing electronic messages and documents, at least one communication interface for enabling communication with connected routing, queuing, and automated response systems, and a determination module for determining pre-treatment of received events. In preferred application, incoming network events are parsed according to a rules set and determination of pre-treatment is made for each event according to the rules set. In some embodiments, the system is used in conjunction with one or more virtual, priority-based queuing systems.

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